Blog | Using Feedback To Improve Processes In The NHS

Published January 12, 2017 by Marcus Evans

Using Feedback To Improve Processes In The NHS

With the growing success of listening and feedback initiatives there is an increasing focus within the NHS on using staff feedback to improve how Trusts operate. It’s about optimising existing processes to engage staff, save money and enhance the quality of patient care.

Essentially, if we can use feedback to better understand the positives and negatives of individual processes, we can do something about improving them – and potentially also track whether any specific changes we’re making are having the desired effect on bottom line metrics such as patient outcomes or financial KPIs.

As an example, we might ask is the recruitment process encouraging or hindering potential recruits? If it’s not working well, we can identify at which point in the process the problems occur and how things can be fixed or improved. In fact I’ve seen numerous examples of feedback driving process improvements and helping to increasing efficiency; from highlighting how to get more new starters to register with Bank by creating an automatic registration process, to giving staff the